SonderReviews of sonder.com

I recently booked then cancelled with Sonder. Since then, they have charged me the full amount and have ignored all my emails for a refund. Instead, they keep sending me emails to verifiy my check in. Absolutley discraceful.

avoid at all costs. save yourself money and hassle and go elsewhere. broken thermostat, no key card provided, couldn't access gym. was made to wait 30 mins for security to let me in but no one showed. customer service unhelpful and won't let you raise a complaint.

Firstly, the company made changes since joining Marriott, which made things inaccessible to customers using their sites and apps. Couldn't access to make changes to booking reservations through the app or online, even though it kept suggesting to go to the website the booking was made. Which it doesn't make sense since I did the reservation through the app, so it should've been automatically tied. Secondly, with the changes that came at short notice, no accommodation was made to resolve the issue. I completely understand the policies; however, if any changes to companies, whether it is mergers or any other case, were being made, and it completely inconveniences the customers using the service, the companies should do everything in their power to correct and accommodate their customers to keep satisfaction. I won't say that this is a terrible company because I do enjoy their services; however, if the goal is to build more customer bases while making changes, then they should focus on truly understanding what the customer wants when needing to make any changes from simple booking mistakes.

Wir hatten im Dezember 2024 für September 2025 gebucht und jetzt wurde unsere Reservierung storniert und wir wurden ohne alternativvorschlag auf die Straße gesetzt. Jetzt muss ich mit meinem minderjährigen Kind ein anderes Hotel finden und den Mehrpreis selbst bezahlen. Es gab keine Unterstützung oder Hilfe von Sonder.

Absolutely useless customer service. They keep passing the issue to a different person, up to six now, and not one of them reads or understands the issue, not to mention the contradictory responses. Requests for escalation to a manger are just ignored and it is clear that there is no interest in helping or doing anything other than taking your money. I would very strongly suggest not booking with Sonder or Marriott Bonvoy.

I booked a Sonder apartment over 7 months ago for a trip in early July. On May 1, Sonder abruptly canceled my reservation, claiming the entire building would shut down just days later. No advance notice, no explanation beyond “unforeseen circumstances,” and no offer to help rebook—just a refund. Since then, every comparable option in the area is now 30–50% more expensive, and Sonder won’t provide any support to cover the difference. When I reached out to customer service and asked to speak with a supervisor, I was placed into an email queue with no clear timeline for a response. This was supposed to be a long-anticipated group trip, and we’re now scrambling to find an affordable alternative at the last minute. As a customer, I feel completely unsupported. Sonder’s lack of accountability and customer care has been incredibly disappointing. I expected more from a company affiliated with Marriott. Be very cautious booking with them—especially far in advance. If something goes wrong, you're on your own.

Sonder's handling of reservations, cumbersome online check-in process, and constantly malfunctioning app create nothing short of frustration, demonstrating a lack of professionalism and commitment to ensuring a positive guest experience. I would not recommend staying with them again.

Sonder is an absolutely disgraceful company. After altering my reservation (which they confirmed), they completely abandoned me without a place to stay. I repeatedly requested manager callbacks over several days — not one manager ever bothered to get back to me. Their so-called customer service department is just as useless: clueless, disorganised, and not empowered to help with anything. It’s evident that you're on your own once Sonder has your money. They show no interest in helping their customers, no accountability, and no real management structure whatsoever. If anything goes wrong, you’re left fending for yourself — and trust me, it will. Be very wary: this company only cares about getting paid. After that, you’re invisible to them. Stay far away unless you want to be stranded without support when you need it most.